Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 314 total complaints in the last 3 years.
- 105 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/12/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The modem was returned to the store and Im still being billed $270.00. The associate said I was going get credit and I didnt. I called several times, I associates answering dont speak fluent English. Its very frustrating, I need my billed to be credited $270.00 My email on file ************************
Business Response
Date: 02/20/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address their concerns and have provided a successful resolution. The credit was applied back to the account for equipment.
It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.
********************
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:02/12/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Called cox this morning spoke to a nice agent out of Oklahoma, I was calling today since some credits where going to expire to get new ones, I was told by her my price for 2 yrs February 2026 will be $241.29 and nothing will change on my account everything stays the same. Then while we are talking my phone goes dead and no internet either for at least 20 minutes. Called back retention department and speak to an Indian guy he tells me that my 2 yr contract is actually $242.72, I’m like what in the world is going on while we where talking he’s looking into it and says the lady before him in Oklahoma dropped my internet speed down from 500 to 250. I said that’s not at all I agreed to, I have all the conversations recorded because this happened last yr Mrs Jennifer ************ *s a senior supervisor and she had to honor what the retention department gave me last yr. So again after he tells me this he says let me send you to a senior supervisor to help you. This is going on for hours now at this point. The senior supervisor was very rude and I was upset as well but can you blame me? So I calmed down and he said I see that the others misled you and the best he can do is $266.58 for 2 yrs. He said it is what it is, he said I would have to talk to corporate office , so I asked for phone number the dude says google it I can’t give you that information. So again cox is trying to get away with this. So after hanging up with him I call back the retention department and speak to Luna she looks into this and says he was wrong and apologized for his behavior, she said sir you’re rate for 2 yrs will be $241.25 guaranteed. I was so happy finally somebody that was nice and could help, so I asked to put her supervisor on the phone to clarify and to praise Luna. Her supervisor Mrs. Angel got on the line she guaranteed me that the price for $241.25 for 2 yrs with nothing changing on account. I want you to honor the $241.25, sending picture 4 different prices.Business Response
Date: 02/12/2024
We want to thank the customer for taking the time to file his concern. In receipt of this complaint, Cox spoke with the customer on February 8, 2024. After review of the Cox records on file with the customer we believe the customer is satisfied with the results of our research. We have a plan for resolution, and we sincerely apologize for any inconvenience caused.
Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail).
Thank you.
Cox CommunicationsCustomer Answer
Date: 02/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21272452, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]look at the photo, they had 4 difference in photo, lady supervisor gave me 241.29 for a two yr contract. Then
l called and again spoke to another Indian guy, reason because I asked for email and didn’t get one but he promised for a 2 yr contract the price he me was $242.72, now this is the same day and many hrs on the phone. Then Indian sent his supervisor which was very rude, explained to him what happing and looked at my account and said $266.58. This is ridiculous I’m call corporate office. Y’all did the same last yr and I had fight. I can’t wait for AT&T, this was brought up and sent to all houses in neighborhood 100 houses, and also to all the new subdivisions. I am the one that does house inspections while house is being built PSC also is filling a report Mr. Mike F******* Also call KATC and KLFY news channels.
Regards,
***** ******
Business Response
Date: 02/14/2024
We want to thank the
customer for taking the time to address his concern. In receipt
of this complaint, Cox spoke with the customer on February 13, 2024. After review of the Cox records on file with
the customer we believe the customer is satisfied with the results of our
research. We made the customer aware we agreed that he had received a misquote.
We let the customer know that if adjustments are made today, his current
discounts will have to be removed and will increase his bill. We have a plan
for resolution to add promotional discounts on March 1, 2024, when his current
promotions expire. Replacing the discounts will offset his monthly charges and
get as close to the previously quoted price as possible. We sincerely apologize
for any inconvenience caused.
Should the customer have any further questions about
this matter, we ask that they contact our Executive Escalations Specialist at
the phone number provided to them (via voicemail).
Thank you.
Cox CommunicationsCustomer Answer
Date: 02/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21272452, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
**** *******Can you explain this letter from Cox, I know you came up with a plan to get my bill no higher than $241 and some change by March 1st. I want a letter in writing for why I have I been wrongly charged. I would like you to explain the letter I received since no one can answer why I got this letter. ****** and I would like you to provide detailed email on what you offered, it’s sad every year we have to go through this. Again my questions are as follows, I want it written in you response what we agreed upon, and what is this letter and how much have you been overcharging me?
Put in writing please, what we agreed upon, and I want an answer to this mail I received that states I’ve been overcharging me.
Regards,
***** ******
**********Business Response
Date: 02/20/2024
We want to thank the
customer for taking the time to address his concern. In receipt
of this complaint, Cox spoke with the customer on February 13, 2024. After review of the Cox records on file with
the customer we believe the customer is satisfied with the results of our
research. We made the customer aware we agreed that he had received a misquote.
We let the customer know that if adjustments are made today, his current
discounts will have to be removed and will increase his bill. We have a plan
for resolution to add promotional discounts on March 1, 2024, when his current
promotions expire. Replacing the discounts will offset his monthly charges and
get as close to the previously quoted price as possible. We sincerely apologize
for any inconvenience caused.
Should the customer have any further questions about
this matter, we ask that they contact our Executive Escalations Specialist at
the phone number provided to them (via voicemail).
Thank you.
Cox CommunicationsCustomer Answer
Date: 02/21/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21272452, and find that this resolution is satisfactory to me.
Regards,
***** ******Initial Complaint
Date:02/12/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently file a complaint and the resolution was that they never gave me a credit basically it was to set bill to make it to where my acp would be on so the 60 dollars credit was not for customer with acp now my issues is I need a payment arrangement because I thought the credit was applied to my ***** a month bill not 44 due and my up coming bill jump from 20 for February to 160 how is that why is I'm bieng charged when it been miss communication I owe 44 but how my new bill 3 times over the due amount I never had a service in my life do this to me if you can't help me and charge me and help me with my situation i will return your equipment and your services because i was trying to be a *** customer but all my years of having service even with out the acp this payments that's my due amount 44 and my upcoming 160 how it jump from 44 to 120 extra dollars I feel I'm being jacked and treated unfair i have never seen such amounts of upcoming payments please this is not fair I will take this and broadcast it to the world to see how *** has lied and never help me as a customer lead me wrong false advertising me which is a lawsuit I talk to my lawyer and he ask if I could get this simple resolution resolved through the company without out any further action because i choose to be a *** member and has been very rudely mis treated i ask for a ***** for a one time bill fix resolution so everything can get back to normalBusiness Response
Date: 02/12/2024
We want to thank ************************* for taking the time to file his concern. In receipt of this complaint, *** spoke with **************, and we have addressed their concerns. Thank you.
Cox CommunicationsInitial Complaint
Date:02/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to fix this issue since they disconnected me the first week of service. lol I have received was the run around and a link that kept telling me I couldnt reapply for the acp benefit. I have tried to fix this but they have been uncooperative and unwilling to help me. I am not paying for service I did not receive, although I would like to have *** internet, I have been reapproved through the acp but they are unwilling to help. They keep transferring me and I have to repe all this info again and told them I did not know the pin or ets name ** I didnt give them this info they told me they deleted all this yet I cant get help bc of this. I will not pay for services I did not receive, they disconnected me the first week.Business Response
Date: 02/08/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address his concerns and he advised he did not need our assistance.
It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company.
Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the BBB has given to us to assist our customer.
Initial Complaint
Date:02/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Was a member of the affordable connectivity program *** removed discount and billed me for months discount was on the bill causing it to go to collections when the service was covered by creditBusiness Response
Date: 02/05/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the account holder directly to address their concerns and are working to provide a successful resolution.
It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.Initial Complaint
Date:01/31/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Cox communications *** been supplying my phone and internet for years, lately the internet has been spotty frequently losing connection. The solution that *** gave me was to purchase an additional plan at $25 per month in order to have my internet work.I have this in writing from a screenshot from a chat transcript. Rather than fix the service that I am currently paying for they want me to pay additional money for another service.Business Response
Date: 02/02/2024
We made attempts to contact our customer. However, we were unable to reach them. Should they wish to speak with us, they can reach a *** representative at the phone number provided via voice mail. Thank you.Initial Complaint
Date:01/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I just got service for the holidays my first bill was due December 23 when you get the service it's ***** but if you get approved for low income it's ***** so I got the service first second week of December I had to get approved for the affordable connectivity program so they add the low income benefits to my first bill I added the benefits making my bill ***** I had a one-time credits of 60 to use I ask for payment arrangement they said they would take care my first bill so I see a due bill for December saying ***** upcoming bill Jan 23 second bill so it's ***** for December January i never got my credit applied to my bill they I took a screenshot and found out they charged me three times for bill ***** due December 23 added a 60 dollar credit to the same bill that's ***** for December 23 and they saying I owe them ***** dollors the 60 plus my ***** make ****** dollors and cent it dosent add up and in bout to loose my service because i can't get a person who can do math help me be honest loyal and help meBusiness Response
Date: 01/31/2024
We want to thank the customer for taking the time to file his concern. In receipt of this complaint, *** spoke with the customer on January 31, ****. After review of the *** records on file with the customer we determined the customers account was paid the *** benefit of $30 on December 21, 2023, and for the 2nd billing cycle on January 1, ****. We believe the customer understands his billing cycles, due dates and his *** bill prints one month ahead of his actual service dates. We sincerely apologize for any inconvenience caused.
Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail).
Thank you.
Cox CommunicationsInitial Complaint
Date:01/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Overcharged for services 2b renderedBusiness Response
Date: 01/23/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address their concerns and have provided a successful resolution.
It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.Initial Complaint
Date:01/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
***** here; I have been a *** customer going on 6 years. I started working from home during the beginning stages of covid-19. The internet supplied by Cox communications has been less than reliable for the duration ive worked from home. While there download speeds seem to be steady, consistent, and strong, the upload speeds have bordered disfunctional since my start working from home. This causes a lack of audio and system function that inhibits my ability to work. I have had countless technicians come to my home only to tell me the lines within my property are all functioning as needed. The problem that has been expressed to me is in the lines leading up to my neighborhood and outward. These lines have been 'repaired' again countless times; only for me to experience the same issue, day after day. The resolution would be for *** to fix this issue permenantly. The issue has been present more than 50% of my days working.Business Response
Date: 01/29/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address their concerns and are working to provide a successful resolution.
It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.
********************
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:01/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Cox Communications has charged me an additional $30 after having cancelled my program early due to some personal family health issues. I canceled in November but right at the beginning of a billing cycle. Spoke with everyone at *** and we were settled by December. *** did refuse to email me a shipping label since I moved to a more remote area in ******** and there was no *** store. I asked if they would and I was told it wasnt in their policy. Not a big deal just a small inconvenience especially dealing with a ISP. January **** *** has sent me a bill for $30. This was saying I owe ACP (Government Internet Assistance) they gave me the runaround to call ACP which told me I owed nothing. Then *** tried to explain it to me that they took the $30 off due to me paying in the middle of a billing cycle and its I who owes ACP. ACP has said I do not owe them any money by confirming through social security. *** is saying I have to pay them to pay ACP. Finally after two days I spoke with ACP and said they do not handle any billing or anything like that and they cannot locate my information. The lady I spoke with recommended *** calling to get their money they have been missing since my information wasnt available. (Two days of back and forth) After three days of no direction ACP finally told me today I owe them $0 but *** needs to reach out to get it settled. *** has tried to tell me AGAIN it is I who needs to contact ACP to get the money as they dont handle that bill. I spoke with *** today and told them I will not be paying the bill and that I will be contacting the BBB due to my interactions with ACP. Please feel free to contact me with any questions. If I do not answer I will call you right back. Thanks!Business Response
Date: 01/29/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address their concerns and have provided a successful resolution According to our records the chargeback is valid. Any disconnection of service within the month an ACP credit is applied will be considered ineligible as the customer did not have service the full 30 days of that bill cycle. This is a government rule for ACP eligibility. USAC which is the government site tracks this and applies the chargeback the next month or bill cycle.
It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.
Senior ************* Specialist
Executive Escalations Support TeamCustomer Answer
Date: 01/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am not satisfied due to the back forth that has been made by ***. From what I read USAC will not reimburse the $30?If this was the situation and we knew this why was I sent on the goose ****? I knew about the charge back since the first week but I was told by representatives of *** that if I call (usac) the charge back is returned. When I call USAC they do not have any trace of my SSN, DOB or account.
I was told by USAC representative that if *** were to reach out that they could potentially find the account and settle it.
I appreciate all the work the BBB has done. If its in ***** policy not to back date for my unprompt move back to Ky and having to cancel my plan.
Im disappointed that *** didnt let me know about the potential mess up in billing on top of the conversation I had with *** when I canceled, about the billing cycle and what worked in my best interest.
If there is nothing that can be done on USAC behalf to settle with *** I ask that the BBB let me know as Cox Communications has really left a bad taste in my mouth
Again thank you BBB for being prompt and being precise with clear and direct language !
Regards,
*******************
Business Response
Date: 02/01/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
In response to the customers rebuttal, our stand remains the same. We have reached out to our customer to address their concerns; however, we were unable to provide an agreed upon resolution.
It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced and deeply sorry we were unable to successfully resolve.
We appreciate the opportunity that the BBB has given to us to assist our customer.
Senior ************* Specialist
Executive Escalations Support Team
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